Improving In-Store
to Boost Conversion.
Klarna
|
Senior Product Designer
My role
I joined Klarna’s in-store team with the mission to elevate the customer experience for Klarna in-store. Together with the team, I led a broad discovery phase—studying real user journeys, mapping pain points, and uncovering gaps between digital and in-store touch points.
Through rapid ideation and iteration, we developed solutions that reduced friction at checkout, increased trust in payment flows, and made in-store purchases as seamless as Klarna’s online experience. The work provided Klarna with actionable insights and validated design directions to strengthen adoption of in-store services and support future growth.
FINTECH
DISCOVERY
PROTOTYPING
CONCEPT
VISUAL DESIGN
HANDS-ON
EXPERIENCE VISION
DESIGN EXCELLENCE
APP
Opportunities
Identifying & Resolving Friction
How might we continuously detect, measure, and resolve friction points in the in-store journey?
Reduce Cognitive Load
How might we minimize cognitive load at checkout so customers feel in control and confident?
Approach
Rapid Ideation & Concept Exploration
Explore both incremental improvements (removing known friction) and big bets (new ways to shop and pay in-store). Build prototypes (lo-fi to hi-fi) for testing flows like tap-to-pay, QR code payments.
Impact and Outcomes
Reduced friction at checkout through redesigned flows.
By mapping the current in-store experience, we rapidly iterated and introduced a QR-code flow tailored to physical retail. The result was a smoother interaction that saved time for both merchants and consumers while building confidence in Klarna’s in-store offering.
